JP2015219533A - Information processor, information processing system, proposal method and program - Google Patents

Abstract

PROBLEM TO BE SOLVED: To provide an information processor, an information processing system, a proposal method and a program which can utilize information on accumulated apparatuses in service.SOLUTION: An information processor comprises: a failure information acquisition part 654 which acquires one or more pieces of first failure information being failure information on failure occurring in one or more first apparatuses being a prescribed customer and prescribed model apparatus among a plurality of apparatuses of management objects, and acquires one or more pieces of second failure information being failure information on failure occurring in one or more second apparatuses being a prescribed model apparatus among the plurality of apparatuses; and a calculation part 655 which calculates first running information being running information of the one or more first apparatuses using the one or more pieces of first failure information, and calculates second running information being running information of the one or more second apparatuses using the one or more pieces of second failure information; and an output part 657 which outputs proposal information indicating proposal on the basis of the first running information and the second running information.

Description

  The present invention relates to an information processing apparatus, an information processing system, a proposal method, and a program.

  Conventionally, in the field of MPS (Managed Print Service), the operation status of devices in the customer environment, the number of failures, and the status of failures are managed, and the operation status of the devices is provided to customers as a service report. A technique is known (see, for example, Patent Document 1).

  However, in the conventional technology as described above, a service report is used only for the purpose of confirming whether or not a contract made with a customer is being observed, and in managing the operation status of the device. Information relating to equipment that has been accumulated every day could not be used for MPS services, such as using it to improve the operating status of equipment.

  The present invention has been made in view of the above circumstances, and an object of the present invention is to provide an information processing apparatus, an information processing system, a proposing method, and a program that can utilize information related to accumulated devices for a service.

  In order to solve the above-described problems and achieve the object, an information processing apparatus according to an aspect of the present invention includes one or more first devices that are a predetermined customer and a predetermined model of a plurality of devices to be managed. One or more first failure information that is failure information related to a failure that has occurred in a device is acquired, and a failure that is related to a failure that has occurred in one or more second devices that are devices of the predetermined model among the plurality of devices. A failure information acquisition unit that acquires one or more second failure information that is information, and first operation information that is operation information of the one or more first devices using the one or more first failure information And calculating a second operation information that is operation information of the one or more second devices using the one or more second failure information, the first operation information, and the first operation information Proposal information indicating a proposal based on the second operation information And an output unit for outputting.

  According to the present invention, there is an effect that information relating to accumulated devices can be used for a service.

FIG. 1 is a block diagram illustrating an example of the configuration of the information processing system according to the present embodiment. FIG. 2 is a block diagram illustrating an example of the configuration of the customer management apparatus according to the present embodiment. FIG. 3 is a diagram illustrating an example of customer information according to the present embodiment. FIG. 4 is a block diagram showing an example of the configuration of the group management apparatus of this embodiment. FIG. 5 is a diagram illustrating an example of group information according to the present embodiment. FIG. 6 is a block diagram illustrating an example of the configuration of the device management apparatus according to the present embodiment. FIG. 7 is a diagram illustrating an example of device information according to the present embodiment. FIG. 8 is a block diagram illustrating an example of the configuration of the failure management apparatus according to the present embodiment. FIG. 9 is a diagram illustrating an example of failure information according to the present embodiment. FIG. 10 is a block diagram illustrating an example of the configuration of the information processing apparatus according to the present embodiment. FIG. 11 is a diagram illustrating an example of a hierarchical structure of customer information, group information, device information, and failure information according to the present embodiment. FIG. 12 is a flowchart showing an example of the proposal information output process executed in the information processing system of this embodiment. FIG. 13 is a diagram illustrating an example of a hardware configuration of each device according to the present embodiment.

  Hereinafter, embodiments of an information processing apparatus, an information processing system, a proposed method, and a program according to the present invention will be described in detail with reference to the accompanying drawings.

  FIG. 1 is a block diagram illustrating an example of the configuration of the information processing system 1 according to the present embodiment. As shown in FIG. 1, the information processing system 1 includes a customer management device 10, a group management device 20, a device management device 30, devices 40-1 to 40 -n (n ≧ 1), and a failure management device 50. And an information processing device 60 and a user terminal 80. The customer management device 10, the group management device 20, the device management device 30, the devices 40-1 to 40-n, the failure management device 50, the information processing device 60, and the user terminal 80 are connected via the network 2. The network 2 can be realized by, for example, the Internet or a LAN (Local Area Network).

  FIG. 2 is a block diagram illustrating an example of the configuration of the customer management apparatus 10 according to the present embodiment. The customer management apparatus 10 manages customer information, and includes a communication unit 110, an operation unit 120, a display unit 130, a storage unit 140, and a control unit 150, as shown in FIG.

  The communication unit 110 communicates with an external device such as the information processing device 60 via the network 2 and can be realized by a communication device such as a NIC (Network Interface Card).

  The operation unit 120 inputs various operations and can be realized by an input device such as a keyboard, a mouse, a touch pad, and a touch panel.

  The display unit 130 displays various screens and can be realized by a display device such as a liquid crystal display and a touch panel display.

  The storage unit 140 stores various programs executed by the customer management apparatus 10, data used for various processes performed by the customer management apparatus 10, and the like. The storage unit 140 is a storage device that can store magnetically, optically, and electrically, such as an HDD (Hard Disk Drive), an SSD (Solid State Drive), a memory card, an optical disk, and a RAM (Random Access Memory). It can be realized by at least one of the following. The storage unit 140 includes a customer information storage unit 141.

  The customer information storage unit 141 stores customer information that is information related to the customer. FIG. 3 is a diagram illustrating an example of customer information according to the present embodiment. In the example shown in FIG. 3, the customer information is information in which a GUID (Globally Unique Identifier), Customer ID, and Name are associated with each other. The GUID is an identifier for identifying a customer information record (customer information column). Customer ID (an example of customer identification information) is an identifier for identifying a customer. Name is the name of the customer.

  The control unit 150 controls each unit of the customer management device 10 and can be realized by a control device such as a CPU (Central Processing Unit). The control unit 150 manages input / output of customer information stored in the customer information storage unit 141.

  For example, when new customer information is input from the administrator of the customer management apparatus 10 or the like via the operation unit 120 or update information of existing customer information is input, the controller 150 stores the customer information storage unit 141. The customer information stored in is updated. For example, when a name is input from the information processing apparatus 60 via the communication unit 110, the control unit 150 acquires a record of customer information including the name from the customer information stored in the customer information storage unit 141. Return to the information processing apparatus 60. Note that the customer information record acquired by the control unit 150 only needs to include at least the Customer ID associated with Name.

  FIG. 4 is a block diagram illustrating an example of the configuration of the group management apparatus 20 according to the present embodiment. The group management apparatus 20 manages group information, and includes a communication unit 210, an operation unit 220, a display unit 230, a storage unit 240, and a control unit 250, as shown in FIG.

  The communication unit 210 communicates with an external device such as the information processing device 60 via the network 2 and can be realized by a NIC or the like.

  The operation unit 220 inputs various operations and can be realized by an input device such as a keyboard, a mouse, a touch pad, and a touch panel.

  The display unit 230 displays various screens and can be realized by a display device such as a liquid crystal display and a touch panel display.

  The storage unit 240 stores various programs executed by the group management apparatus 20 and data used for various processes performed by the group management apparatus 20. The storage unit 240 can be realized by at least one of magnetic, optical, and electrical storage devices such as HDD, SSD, memory card, optical disk, and RAM. The storage unit 240 includes a group information storage unit 241.

  The group information storage unit 241 stores group information, which is information related to customer groups. The group of customers may be anything that subdivides customers, for example, customer region configurations such as continents, countries / regions, and cities, and customer organization configurations, but are not limited thereto. is not. The group may have a hierarchical structure.

  FIG. 5 is a diagram illustrating an example of group information according to the present embodiment. In the example illustrated in FIG. 5, the group information is information in which a GUID, a GroupID, a CustomerID, a parent GroupID, and a Name are associated with each other. The GUID is an identifier for identifying a group information record (group information column). GroupID (an example of group identification information) is an identifier for identifying a group. Customer ID is an identifier for identifying a customer. The parent GroupID is an identifier for identifying the upper group. Name is the name of the group.

  In the example shown in FIG. 3 and FIG. 5, the group (region configuration) of Company A with CustomerID “CUSTOMER001” belongs to the United States with GroupID “GROUP2” in North America with GroupID “GROUP1”, and GroupID “GROUP2” in America with GroupID “GROUP2”. It has a hierarchical structure to which the city C of GROUP3 ”belongs.

  The control unit 250 controls each unit of the group management device 20 and can be realized by a control device such as a CPU. The control unit 250 manages input / output of group information stored in the group information storage unit 241.

  For example, when new group information is input or update information of existing group information is input from the administrator of the group management apparatus 20 or the like via the operation unit 220, the control unit 250 is configured to store the group information storage unit 241. The group information stored in is updated. For example, when the Customer ID is input from the information processing apparatus 60 via the communication unit 210, the control unit 250 acquires a group information record including the Customer ID from the group information stored in the group information storage unit 241. Return to the information processing apparatus 60. Note that the group information record acquired by the control unit 250 only needs to include at least the Group ID associated with the Customer ID.

  FIG. 6 is a block diagram illustrating an example of the configuration of the device management apparatus 30 according to the present embodiment. The device management apparatus 30 manages device information of the devices 40-1 to 40-n (an example of a plurality of devices to be managed). As illustrated in FIG. 6, the communication unit 310, the operation unit 320, , A display unit 330, a storage unit 340, and a control unit 350.

  The devices 40-1 to 40-n only need to be devices that can be connected to the network 2. For example, an image forming apparatus such as a printing device, a copying machine, a multifunction peripheral (MFP), a scanner device, and a facsimile device. And various electronic devices such as projectors, cameras, air conditioners, refrigerators, fluorescent lamps, vending machines, and handheld terminals, and PCs and tablets. The multifunction peripheral has at least two functions among a copying function, a printing function, a scanner function, and a facsimile function. In the present embodiment, the devices 40-1 to 40-n are image forming apparatuses, but are not limited thereto.

  The communication unit 310 communicates with external devices such as the devices 40-1 to 40-n and the information processing device 60 via the network 2, and can be realized by a NIC or the like.

  The operation unit 320 inputs various operations and can be realized by an input device such as a keyboard, a mouse, a touch pad, and a touch panel.

  The display unit 330 displays various screens and can be realized by a display device such as a liquid crystal display and a touch panel display.

  The storage unit 340 stores various programs executed by the device management apparatus 30 and data used for various processes performed by the device management apparatus 30. The storage unit 340 can be realized by at least one of magnetic, optical, and electrical storage devices such as HDD, SSD, memory card, optical disk, and RAM. The storage unit 340 includes a device information storage unit 341.

  The device information storage unit 341 stores device information of the devices 40-1 to 40-n. The device information may be any information as long as it is information related to device management. FIG. 7 is a diagram illustrating an example of device information according to the present embodiment. In the example illustrated in FIG. 7, the device information includes GUID, SerialNumber, MACAddress, IPAddress, Host name, Vendor name, Model name, FirmwareVersion, installation date, lease expiration date, and initial installation cost. And GroupID are associated with each other.

  The GUID is an identifier for identifying a device information record (device information column). SerialNumber (an example of device identification information) is an identifier for identifying a device. The SerialNumber device is owned by a GroupID group (specifically, a Customer of CustomerID associated with GroupID in the group information shown in FIG. 5). MACAddress is the MAC address of the device. IPAddress is the IP address of the device. The Host name is the host name of the device. The Vendor name is the vendor name of the device. The Model name (an example of model identification information) is a model name indicating the model of the device. FirmwareVersion is the version of the firmware installed in the device. The installation date is the date when the device is installed (introduced) in the customer environment. The lease expiration date is the lease expiration date for the device customer. The initial installation cost is the initial cost required to install the device into the customer environment. GroupID is an identifier for identifying a group.

  The control unit 350 controls each unit of the device management apparatus 30 and can be realized by a control device such as a CPU. The control unit 350 manages input / output of device information stored in the device information storage unit 341.

  For example, the control unit 350 acquires device information from the devices 40-1 to 40-n via the communication unit 310, and stores the device information in the device information storage unit 341 if the device information is a new device. If it is device information, the device information stored in the device information storage unit 341 is updated. Specifically, the control unit 350 performs communication using a general-purpose protocol generally used in device management such as SNMP (Simple Network Management Protocol) with the devices 40-1 to 40-n, and stores device information. get. Note that the device information acquisition method may be a method in which the control unit 350 acquires the device information from the devices 40-1 to 40-n, or the devices 40-1 to 40-n actively acquire the device information. A method of notifying the device management apparatus 30 (the control unit 350) may be used.

  For example, when the GroupID is input from the information processing apparatus 60 via the communication unit 310, the control unit 350 acquires a device information record including the GroupID from the device information stored in the device information storage unit 341. Return to the information processing apparatus 60. Note that the device information record acquired by the control unit 350 only needs to include at least the Serial Number and Model name associated with the Group ID.

  FIG. 8 is a block diagram illustrating an example of the configuration of the failure management apparatus 50 according to the present embodiment. The failure management apparatus 50 manages failure information (tickets) of failures that have occurred in the devices 40-1 to 40-n. As shown in FIG. 8, the failure management device 50 includes a communication unit 510, an operation unit 520, and a display unit. 530, a storage unit 540, and a control unit 550.

  The communication unit 510 communicates with an external device such as the information processing device 60 via the network 2 and can be realized by a NIC or the like.

  The operation unit 520 inputs various operations and can be realized by an input device such as a keyboard, a mouse, a touch pad, and a touch panel.

  The display unit 530 displays various screens and can be realized by a display device such as a liquid crystal display and a touch panel display.

  The storage unit 540 stores various programs executed by the failure management apparatus 50, data used for various processes performed by the failure management apparatus 50, and the like. The storage unit 540 can be realized by at least one of magnetic, optical, and electrical storage devices such as HDD, SSD, memory card, optical disk, and RAM. The storage unit 540 includes a failure information storage unit 541.

  The failure information storage unit 541 stores failure information related to failures that have occurred in the devices 40-1 to 40-n. FIG. 9 is a diagram illustrating an example of failure information according to the present embodiment. In the example illustrated in FIG. 9, the failure information corresponds to GUID, TicketID, occurrence date, resolution date, Close time, failure category, failure overview, response overview, Model name, and SerialNumber. It is information attached.

  The GUID is an identifier for identifying a failure information record (failure information column). TicketID is an identifier for identifying a failure that has occurred. The occurrence date is the date of occurrence of the failure. The solution date is the solution date of the failure. The Close time (an example of stop time information) is a stop time based on a failure that has occurred, that is, a time from when a failure occurs until it is resolved, and is a resolution date-occurrence date. The device in which the failure has occurred is considered to have stopped operating during the Close time. The failure category (an example of failure type identification information) identifies the type of failure that has occurred, and is, for example, a category of failure content. The failure summary is a summary of the failure content. The response summary is an overview of the content of the response taken for the failure. The Model name is a model name of a device in which a failure has occurred. SerialNumber is an identifier that identifies a device in which a failure has occurred.

  The control unit 550 controls each unit of the failure management device 50 and can be realized by a control device such as a CPU. The control unit 550 manages the input / output of the failure information stored in the failure information storage unit 541.

  The control unit 550 receives, for example, new failure information from an administrator of the failure management apparatus 50 via the operation unit 520, issues a ticket, or receives update information on existing failure information, and the ticket Is closed, the failure information stored in the failure information storage unit 541 is updated. For example, when a serial number or model name is input from the information processing device 60 via the communication unit 510, the control unit 550 includes the serial number or model name from the fault information stored in the fault information storage unit 541. A failure information record is acquired and returned to the information processing apparatus 60. Note that the failure information record acquired by the control unit 550 only needs to include at least the Close time associated with the SerialNumber and the Model name, but preferably includes a failure category.

  FIG. 10 is a block diagram illustrating an example of the configuration of the information processing apparatus 60 according to the present embodiment. The information processing device 60 acquires customer information from the customer management device 10, group information from the group management device 20, device information from the device management device 30, and failure information from the failure management device 50. Proposal information indicating a proposal for one or more first devices is output. As illustrated in FIG. 10, the information processing apparatus 60 includes a communication unit 610, an operation unit 620, a display unit 630, a storage unit 640, and a control unit 650.

  FIG. 11 is a diagram illustrating an example of a hierarchical structure of customer information, group information, device information, and failure information according to the present embodiment. Customer ID is customer ID, group information is group ID, device information is serial number / model name, failure. The Close time / failure category is illustrated as information. As shown in FIG. 11, the information used for the proposal for one or more first devices is a hierarchy in which Group ID belongs to Customer ID, Serial Number / Model name belongs to Group ID, and Close Time / Failure category belongs to Serial Number / Model name. It has a structure.

  In the present embodiment, when the predetermined customer is the company A (see FIG. 3) and the predetermined model is the model name “MPC 3500” (see FIG. 7), that is, the first device is the environment of the company A (however, However, the present invention is not limited to this. However, the present invention is not limited to this.

  The communication unit 610 communicates with external devices such as the customer management device 10, the group management device 20, the device management device 30, the failure management device 50, and the user terminal 80 via the network 2, and is realized by a NIC or the like. it can.

  The operation unit 620 inputs various operations and can be realized by an input device such as a keyboard, a mouse, a touch pad, and a touch panel.

  The display unit 630 displays various screens and can be realized by a display device such as a liquid crystal display and a touch panel display.

  The storage unit 640 stores various programs executed by the information processing apparatus 60, data used for various processes performed by the information processing apparatus 60, and the like. The storage unit 640 can be realized by at least one of magnetic, optical, and electrical storage devices such as an HDD, SSD, memory card, optical disk, and RAM.

  The control unit 650 controls each unit of the information processing device 60 and can be realized by a control device such as a CPU. Control unit 650 includes customer information acquisition unit 651, group information acquisition unit 652, device information acquisition unit 653, failure information acquisition unit 654, calculation unit 655, comparison unit 656, and output unit 657. . Here, the control unit 650 activates (executes) a program stored in the storage unit 640, whereby a customer information acquisition unit 651, a group information acquisition unit 652, a device information acquisition unit 653, a failure information acquisition unit 654, The calculation unit 655, the comparison unit 656, and the output unit 657 are realized as software.

  The customer information acquisition unit 651 acquires customer information of a predetermined customer. For example, when the name “Company A”, which is the name of a predetermined customer, is input from the user terminal 80 via the communication unit 610 from the user terminal 80, the customer information acquisition unit 651 sends the name to the customer management apparatus 10 via the communication unit 610. And obtains a record of customer information including the name (record of GUID “00001” of customer information) from the customer management apparatus 10 (see FIG. 3). Thereby, the customer information acquisition unit 651 acquires customer information whose Customer ID indicates “CUSTOMER001” (Company A), that is, customer information of Company A, which is a predetermined customer.

  The group information acquisition unit 652 acquires group information. The group information acquisition unit 652 transmits, for example, the Customer ID “CUSTOMER001” included in the customer information record acquired by the customer information acquisition unit 651 to the group management device 20 via the communication unit 610, and from the group management device 20. A record of group information including the Customer ID (a record of GUID “00001 to 00003” of group information) is acquired (see FIGS. 3 and 5). Thereby, the group information acquisition part 652 acquires the group information of A company which is a predetermined customer.

  The device information acquisition unit 653 acquires device information. For example, the device information acquisition unit 653 transmits the Group IDs “GROUP1”, “GROUP2”, and “GROUP3” included in the group information record acquired by the group information acquisition unit 652 to the device management apparatus 30 via the communication unit 610. Then, a device information record including any of the GroupIDs (a record of the device information GUID “00001 to 00004”) is acquired from the device management apparatus 30 (see FIGS. 5 and 7). As a result, the device information acquisition unit 653 acquires device information of devices installed in the environment of the company A, which is a predetermined customer.

  The failure information acquisition unit 654 acquires failure information. In the present embodiment, the failure information acquisition unit 654 includes failure information (hereinafter referred to as “hereinafter, referred to as“ failure information ”) of one or more first devices which are devices of a predetermined customer and a predetermined model among the devices 40-1 to 40-n. May be referred to as “one or more pieces of first failure information”).

  The failure information acquisition unit 654 is, for example, a serial number included in the device information record (the device information GUID “00001-00004” record) of the device installed in the environment of company A acquired by the device information acquisition unit 653. Among them, SerialNumber “FA2233-000”, “FA2233-001”, “FA2233-002” associated with the model name “MPC 3500” which is a predetermined model (see FIG. 7), and the failure via the communication unit 610. It transmits to the management apparatus 50. Then, the failure information acquisition unit 654 acquires a failure information record (records of failure information GUIDs “00001 to 00006”) including any of the serial numbers from the failure management apparatus 50 (see FIG. 9).

  As a result, the failure information acquisition unit 654 acquires one or more pieces of first failure information generated in one or more first devices that are devices having the model name “MPC 3500” installed in the environment of company A. . The model name “MPC 3500” of the predetermined model may be specified by being input from the user terminal 80 via the communication unit 610, for example.

  Further, in the present embodiment, the failure information acquisition unit 654 includes failure information (hereinafter referred to as “1 or more”) of failure occurring in one or more second devices that are devices of a predetermined model among the devices 40-1 to 40-n. May be referred to as “second failure information”).

The failure information acquisition unit 654 may be, for example, a model name “MPC 3500” as a predetermined model.
(See FIG. 7) is transmitted to the failure management device 50 via the communication unit 610, and the failure information record including the Model name (records of failure information GUID “00001 to 00001”) is acquired from the failure management device 50. (See FIG. 9).

  As a result, the failure information acquisition unit 654 allows the model name “introduced in the environment of all customers (company A, company B, and company C in the example shown in FIG. 3) managed by the customer management apparatus 10. One or more second failure information generated in one or more second devices that are devices of the MPC 3500 ″ is acquired.

  In the present embodiment, the calculation unit 655 described later calculates operation information and failure type information for one or more first devices using one or more first failure information, and calculates one or more first failure information. An example of calculating operation information and failure type information per month for one or more second devices using two pieces of failure information will be described. For this reason, the failure information acquisition unit 654 acquires failure information for one month as one or more pieces of first failure information and one or more pieces of second failure information. It is not limited to. The operation information and the failure type information will be described later.

  The calculation unit 655 may use one or more pieces of first failure information acquired by the failure information acquisition unit 654 to call operation information of one or more first devices (hereinafter, referred to as “first operation information”). ) Is calculated. In the present embodiment, the first operation information is an average operation rate of one or more first devices (hereinafter, may be referred to as “first average operation rate”), but is not limited thereto. Is not to be done.

  Specifically, the calculation unit 655 subtracts the total time of the Close time included in each of the one or more first failure information from the total operation time of the one or more first devices, The first average operating rate is calculated by dividing by the total operating time of one device. However, the time obtained by subtracting the total time of the Close time included in each of the one or more pieces of the first failure information by the time obtained by dividing the operation time of one piece of the first piece of equipment by the number of the one or more pieces of the first pieces of equipment. The first average operating rate may be calculated by dividing by the operating time of one first device.

  Further, the calculation unit 655 uses the one or more pieces of first failure information acquired by the failure information acquisition unit 654 for each failure category indicated by the failure category (hereinafter referred to as “first response”). It may be referred to as “failure type information”). In the present embodiment, the first failure type information includes the occurrence probability of a failure in a corresponding category (hereinafter may be referred to as “first occurrence probability”) and the average stop time of the failure in the corresponding category (hereinafter, It may be referred to as “first average stop time”), but is not limited to this. The first failure type information may be only the first occurrence probability or only the first average stop time.

  Specifically, for each failure category indicated by the failure category, the calculation unit 655 divides the number of pieces of first failure information including the failure of the category by the number of the first or more first devices, A first occurrence probability for each category of failure indicated by the category is calculated. In addition, for each failure category indicated by the failure category, the calculation unit 655 calculates the total time of the Close time included in the first failure information including the failure of the category as the number of pieces of the first failure information including the failure of the category. The first average stop time for each failure category indicated by the failure category is calculated.

  Hereinafter, the calculation of the first average operating rate, the first occurrence probability, and the first average stop time will be specifically described. Here, the one or more first devices are the three serial numbers “FA2233-000”, “FA2233-001”, and “FA2233-002” (see FIG. 7), and the one or more first failure information is Suppose that the record is a record of failure information GUID “00001-00006” (see FIG. 9). Further, as described above, the first average availability factor, the first occurrence probability, and the first average stop time are values per month, but are not limited thereto.

  First, calculation of the first average operating rate will be described. It is assumed that the scheduled operation time for one month per device is 160 hours (8 hours × 20 days). In this example, the total operation time of one or more first devices is 480 hours (3 units × 160 hours), and the total time of the Close time included in each of the one or more first failure information is 39 hours ( 4 hours + 5 hours + 17 hours + 4 hours + 2 hours + 7 hours) (see FIG. 9), the first average operating rate is 91.9% (100% × (480 hours−39 hours) / 480 hours). Become.

  Next, calculation of the first occurrence probability will be described. In the case of this example, the failure categories indicated by the failure category are three types of “Paper JAM”, “No Toner”, and “Network ERROR”, and the number of first failure information including “Paper JAM” is 3 The number of first failure information including “No Toner” is 2, and the number of first failure information including “Network ERROR” is 1 (see FIG. 9). For this reason, the first occurrence probability of “Paper JAM” is 100% (100% × 3 cases / 3 units), and the first occurrence probability of “No Toner” is 67% (100% × 2 cases / 3). The first occurrence probability of “Network ERROR” is 33% (100% × 1 case / 3 units).

  Next, calculation of the first average stop time will be described. As described above, there are three types of failure categories indicated by the failure category: “Paper JAM”, “No Toner”, and “Network ERROR”. The number of first failure information including “Paper JAM” is 3, the number of first failure information including “No Toner” is 2, and the number of first failure information including “Network ERROR” is 1. It is. The total time of the Close time included in the first failure information including “Paper JAM” is 10 hours (4 hours + 4 hours + 2 hours), and the total time of the Close time included in the first failure information including “No Toner”. The time is 12 hours (5 hours + 7 hours), and the total time of the Close time included in the first failure information including “Network ERROR” is 17 hours (see FIG. 9). Therefore, the first average stop time of “Paper JAM” is 3.33 hours (10 hours / 3 cases), and the first average stop time of “No Toner” is 6 hours (12 hours / 2 cases) The first average stop time of “Network ERROR” is 17 hours (17 hours / case).

  Also, the calculation unit 655 may use the one or more second failure information acquired by the failure information acquisition unit 654 to call the operation information of one or more second devices (hereinafter referred to as “second operation information”). Is calculated). In the present embodiment, the second operation information is an average operation rate of one or more second devices (hereinafter may be referred to as “second average operation rate”), but is not limited thereto. Is not to be done.

  Specifically, the calculation unit 655 calculates a time obtained by subtracting the total time of the Close time included in each of the one or more second failure information from the total operation time of the one or more second devices. The second average operating rate is calculated by dividing by the total operating time of the two devices. However, the time obtained by subtracting the total time of the Close time included in each of the one or more second failure information from the operation time of one second device by the time divided by the number of one or more second devices. The second average operating rate may be calculated by dividing by the operating time of one second device.

  Further, the calculation unit 655 uses the one or more second failure information acquired by the failure information acquisition unit 654, for each failure category indicated by the failure category, information related to the failure of the category (hereinafter, “second” It may be referred to as “failure type information”). In the present embodiment, the second failure type information includes the occurrence probability of a failure in a corresponding category (hereinafter sometimes referred to as “second occurrence probability”) and the average stop time (hereinafter, referred to as a failure failure in the corresponding category). It may be referred to as “second average stop time”), but is not limited to this. Further, the second failure type information may be only the second occurrence probability, or may be only the second average stop time.

  Specifically, for each failure category indicated by the failure category, the calculation unit 655 divides the number of second failure information including the failure of the category by the number of the one or more second devices, A second occurrence probability for each category of failure indicated by the category is calculated. In addition, for each failure category indicated by the failure category, the calculation unit 655 calculates the total time of the Close time included in the second failure information including the failure of the category as the number of pieces of the second failure information including the failure of the category. The second average stop time for each failure category indicated by the failure category is calculated.

  Hereinafter, the calculation of the second average operation rate, the second occurrence probability, and the second average stop time will be specifically described. Here, one or more pieces of second failure information are records of failure information GUIDs “00001 to 0101”, and one or more second devices are serial numbers “FA2233-000”, “FA2233-001”, “ Assume that there are six units of FA2233-002, “FA2233-010”, “FA2233-011”, and “FA2233-012” (see FIG. 9). Further, as described above, the second average operating rate, the second occurrence probability, and the second average stop time are values per month, but are not limited thereto.

  First, calculation of the second average operating rate will be described. Note that, as described above, the scheduled operation time for one month per device is assumed to be 160 hours (8 hours × 20 days). In this example, the total operation time of one or more second devices is 960 hours (6 units × 160 hours), and the total time of the Close time included in each of the one or more second failure information is 73 hours ( 4 hours + 5 hours + 17 hours + 4 hours + 2 hours + 7 hours + 2 hours + 4 hours + 5 hours + 10 hours + 13 hours) (see FIG. 9), the second average availability is 92.4% (100% × (960). Time-73 hours) / 960 hours).

  Next, calculation of the second occurrence probability will be described. In this example, there are three types of failure categories indicated by the failure category: “Paper JAM”, “No Toner”, and “Network ERROR”. However, “UNKNOWN” is excluded (see FIG. 9). The number of second failure information including "Paper JAM" is 5, the number of second failure information including "No Toner" is 3, the number of second failure information including "Network ERROR" is 2 (See FIG. 9). For this reason, the second occurrence probability of “Paper JAM” is 83% (100% × 5 cases / 6 units), and the second occurrence probability of “No Toner” is 50% (100% × 3 cases / 6). The second occurrence probability of “Network ERROR” is 33% (100% × 2 cases / 6 vehicles).

  Next, calculation of the second average stop time will be described. As described above, there are three types of failure categories indicated by the failure category: “Paper JAM”, “No Toner”, and “Network ERROR”. The number of second failure information including "Paper JAM" is 5, the number of second failure information including "No Toner" is 3, the number of second failure information including "Network ERROR" is 2 It is. The total time of the Close time included in the second failure information including “Paper JAM” is 19 hours (4 hours + 4 hours + 2 hours + 4 hours + 5 hours), and included in the second failure information including “No Toner”. The total time of the Close time is 22 hours (5 hours + 7 hours + 10 hours), and the total time of the Close time included in the second failure information including “Network ERROR” is 30 hours (17 hours + 13 hours) ( (See FIG. 9). Therefore, the second average stop time of “Paper JAM” is 3.8 hours (19 hours / 5 cases), and the second average stop time of “No Toner” is 7.33 hours (22 hours / 3 ), And the second average stop time of “Network ERROR” is 15 hours (30 hours / 2 cases).

  The comparing unit 656 compares the first average operating rate calculated by the calculating unit 655 with the second average operating rate. Then, when the first average operation rate is lower than the second average operation rate, the comparison unit 656 sets the first occurrence probability calculated by the calculation unit 655 and the second occurrence rate for each failure category indicated by the failure category. A comparison with the occurrence probability and a comparison between the first average stop time and the second average stop time are performed. However, the comparison unit 656 may perform only the comparison between the first occurrence probability and the second occurrence probability, or may perform only the comparison between the first average stop time and the second average stop time. Good.

  For example, as described above, if the first average operating rate is 91.9% and the second average operating rate is 92.4%, the first average operating rate is higher than the second average operating rate. Therefore, the comparison unit 656 compares, for each failure category indicated by the failure category, the first occurrence probability calculated by the calculation unit 655 and the second occurrence probability, and the first average stop time and the first occurrence time. Comparison with an average stop time of 2.

  Here, as described above, the first occurrence probability of “Paper JAM” is 100%, the second occurrence probability of “Paper JAM” is 83%, the first occurrence probability of “No Toner” is 67%, The second occurrence probability of “No Toner” is 50%, the first occurrence probability of “Network ERROR” is 33%, the second occurrence probability of “Network ERROR” is 33%, the first occurrence probability of “Paper JAM” Average stop time 3.33 hours, “Paper JAM” second average stop time 3.8 hours, “No Toner” first average stop time 6 hours, “No Toner” second average The stop time is 7.33 hours, the first average stop time of “Network ERROR” is 17 hours, and the second average stop time of “Network ERROR” is 15 hours. To.

  In this case, the comparison unit 656 may determine that the first occurrence probability of “Paper JAM” and “No Toner” is higher than the second occurrence probability, and the first average stop time of “Network ERROR” is the second average stop time. Judge that it is longer than the time.

  The output unit 657 outputs proposal information indicating a proposal based on the first operation information and the second operation information calculated by the calculation unit 655. Specifically, the output unit 657 provides proposal information indicating a proposal based on the first operation information, the second operation information, the first failure type information, and the second failure type information calculated by the calculation unit 655. Is output to the user terminal 80 via the communication unit 610.

  In the present embodiment, when the first average operating rate is lower than the second average operating rate, the output unit 657 has the first occurrence probability of the first or more first devices as the proposal information. Proposing at least one of maintenance and replacement of a device in which a failure of a type higher than the probability of occurrence of 2 and a device in which a failure of a type having a first average outage time longer than the second average outage time occurs Output information.

  However, the output unit 657 only provides information for proposing maintenance of a device having a type of failure in which the first occurrence probability is higher than the second occurrence probability among the one or more first devices as the proposal information. Alternatively, only information that suggests replacement of a device having a type of failure in which the first occurrence probability is higher than the second occurrence probability among the one or more first devices may be output. Alternatively, among the one or more first devices, only the information that suggests maintenance of a device in which a type of failure in which the first average stop time is longer than the second average stop time may be output. Of the one or more first devices, only information that suggests replacement of a device in which a failure of a type having a first average stop time longer than the second average stop time may be output.

  For example, as described above, the comparison unit 656 has the first occurrence probability of “Paper JAM” and “No Toner” higher than the second occurrence probability, and the first average stop time of “Network ERROR” is the first. It is assumed that the average stop time is longer than 2. Among the one or more first devices, “Paper JAM” is generated in the devices of SerialNumber “FA2233-000”, “FA2233-001”, “FA2233-002”, and “No Toner” is “FA2233-000”. "," FA2233-002 ", and" Network ERROR "is generated in the serial number" FA2233-000 "(see FIG. 9). For this reason, the output unit 657 outputs, as the proposal information, information that proposes at least one of maintenance and replacement of the serial number “FA2233-000”, “FA2233-001”, and “FA2233-002”.

  Note that the output unit 657 includes, as proposal information, information that proposes at least one of maintenance and replacement of one or more first devices when the first average operating rate is lower than the second average operating rate. It may be output. However, the output unit 657 may output only information that proposes maintenance of one or more first devices as proposal information, or outputs only information that proposes replacement of one or more first devices. May be.

  The user terminal 80 inputs a name of a predetermined customer and a model name of a predetermined model to the information processing apparatus 60 on a browser displayed on a display device (not shown), and proposes a proposal for one or more first devices. Request information output. And the user terminal 80 acquires the proposal information output by the information processing apparatus 60, and displays the acquired proposal information on a browser.

  FIG. 12 is a flowchart showing an example of the proposal information output process executed in the information processing system 1 of the present embodiment.

  First, when the customer information acquisition unit 651 of the information processing device 60 receives the name of a predetermined customer from the user terminal 80 via the network 2, the customer information acquisition unit 651 transmits the name to the customer management device 10 via the network 2. A record of customer information including the Name is acquired from the management apparatus 10, and customer information of a predetermined customer is acquired (step S101).

  Subsequently, the group information acquisition unit 652 of the information processing device 60 transmits the Customer ID included in the customer information record acquired by the customer information acquisition unit 651 to the group management device 20 via the network 2, and the group management device The group information record including the Customer ID is acquired from 20, and the group information of the predetermined customer is acquired (step S103).

  Subsequently, the device information acquisition unit 653 of the information processing device 60 transmits the GroupID included in the group information record acquired by the group information acquisition unit 652 to the device management device 30 via the network 2, and the device management device A device information record including the GroupID is acquired from 30, and device information of a predetermined customer is acquired (step S105).

  Subsequently, the failure information acquisition unit 654 of the information processing device 60 converts the SerialNumber associated with the model name of the predetermined model among the SerialNumbers included in the device information record acquired by the device information acquisition unit 653 to the network 2. To the failure management device 50, obtain a failure information record including the SerialNumber from the failure management device 50, and obtain one or more pieces of failure information of one or more first devices that are devices of a predetermined model of a predetermined customer. Is acquired (step S107).

  Subsequently, the failure information acquisition unit 654 transmits a model name of a predetermined model to the failure management apparatus 50 via the network 2, acquires a record of failure information including the model name from the failure management apparatus 50, and determines the predetermined model. One or more second failure information of one or more second devices that are devices of the same model as is acquired (step S109).

  Subsequently, the calculation unit 655 of the information processing device 60 uses the one or more pieces of failure information of the one or more first devices acquired by the failure information acquisition unit 654 to average the operation rate of the one or more first devices. And the occurrence probability and average stop time for each category of failure are calculated (step S111).

  Subsequently, the calculation unit 655 calculates the average operating rate of the one or more second devices using the one or more failure information of the one or more second devices acquired by the failure information acquisition unit 654, The occurrence probability and average stop time for each category of failure are calculated (step S113).

  Subsequently, the comparison unit 656 of the information processing device 60 compares the average operation rate of the one or more first devices calculated by the calculation unit 655 with the second average operation rate of the one or more second devices. It is determined whether the average operating rate of one or more first devices is lower than the average operating rate of one or more second devices (step S115).

  When the average operating rate of one or more first devices is lower than the average operating rate of one or more second devices (Yes in step S115), the output unit 657 of the information processing device 60 has one or more first devices. Among the devices, a device in which a failure of a type in which the occurrence probability of the first device is higher than the occurrence probability of the second device has occurred, and the average stop time of the first device is longer than the average stop time of the second device. Proposal information that proposes at least one of maintenance and replacement of a device in which a long type of failure has occurred is output to the user terminal 80 via the network 2 (step S117).

  On the other hand, when the average operating rate of the one or more first devices is higher than the average operating rate of the second device of 1 or more (No in step S115), the process ends, but there is no proposal information. You may output to the user terminal 80 via the network 2.

  As described above, in the present embodiment, by using the failure information managed by the failure management device 50, the operation information of the devices of the predetermined model of the predetermined customer and the operation information of the devices of the predetermined model of all the customers Make a proposal based on Therefore, according to the present embodiment, it is possible to use the information related to the device that is accumulated every day in managing the operation status of the device in the MPS. For example, the operation information of the device of the predetermined model of the predetermined customer and all the customers From the result of comparison with the operation information of the predetermined model device, it is possible to propose maintenance or replacement for the predetermined model device of the predetermined customer, and to improve the operation rate of the predetermined model device of the predetermined customer.

  In particular, in the present embodiment, not only the result of comparing the operation information of the device of the predetermined model of the predetermined customer with the operation information of the device of the predetermined model of all customers, but also the failure for each failure category of the device of the predetermined model of the predetermined customer Providing appropriate maintenance and replacement for equipment of a given customer's specified model, because the comparison results of the type information and failure type information for each category of failure of the equipment of the specified model of all customers are also used. It is possible to improve the operation rate of a predetermined model of a predetermined customer.

  Note that the device information managed by the device management apparatus 30 and the failure information managed by the failure management apparatus 50 may be constructed for the information processing system 1 or may indicate the operating status of the device. Information managed by a report system that creates a service report may be used, or information managed by a report system may be synchronized. In addition, the information processing system 1 according to the present embodiment may be realized as one function such as a report system that creates a service report on the operation status of devices.

(Modification)
In the above embodiment, the customer management device 10, the group management device 20, the device management device 30, the devices 40-1 to 40-n, the failure management device 50, the information processing device 60, and the user terminal 80 constitute the information processing system 1. However, the present invention is not limited to this example, and the function of one of the devices may be replaced with another device. For example, the information processing system 1 may be configured such that the information processing device 60 further includes the functions of the customer management device 10, the group management device 20, the device management device 30, and the failure management device 50.

  In the above embodiment, the customer management device 10 stores customer information, the group management device 20 stores group information, the device management device 30 stores device information, and the failure management device 50 stores failure information. However, at least one of these pieces of information may be stored outside (for example, on the cloud).

(Hardware configuration)
FIG. 13 shows a customer management apparatus 10, a group management apparatus 20, an apparatus management apparatus 30, an apparatus 40-1 to 40-n, a failure management apparatus 50, an information processing apparatus 60, and a user terminal 80 (hereinafter referred to as the present embodiment). It is a figure which shows an example of the hardware constitutions (it calls each apparatus of embodiment). Each device according to the present embodiment includes a control device 2901 such as a CPU, a storage device 2902 such as a ROM and a RAM, an external storage device 2903 such as an HDD, a display device 2904 such as a display, and an input device such as a keyboard and a mouse. 2905 and a communication I / F (interface) 2906, and has a hardware configuration using a normal computer.

  The program executed in each apparatus of the present embodiment is an installable or executable file, such as a CD-ROM, CD-R, memory card, DVD (Digital Versatile Disk), flexible disk (FD), etc. The program is stored in a computer-readable storage medium and provided.

  In addition, each device of the present embodiment may be provided by being stored on a computer connected to a network such as the Internet and downloaded via the network. Further, the program executed by each device of the present embodiment may be provided or distributed via a network such as the Internet. Further, a program executed by each device of the present embodiment may be provided by being incorporated in advance in a ROM or the like.

  The program executed by each device of the present embodiment has a module configuration for realizing the above-described units on a computer. As actual hardware, the CPU reads out a program from the HDD to the RAM and executes the program, whereby the above-described units are realized on the computer.

DESCRIPTION OF SYMBOLS 1 Information processing system 2 Network 10 Customer management apparatus 20 Group management apparatus 30 Equipment management apparatus 40-1 to 40-n Equipment 50 Fault management apparatus 60 Information processing apparatus 80 User terminal 110 Communication part 120 Operation part 130 Display part 140 Storage part 141 Customer information storage unit 150 Control unit 210 Communication unit 220 Operation unit 230 Display unit 240 Storage unit 241 Group information storage unit 250 Control unit 310 Communication unit 320 Operation unit 330 Display unit 340 Storage unit 341 Device information storage unit 350 Control unit 510 Communication unit 520 operation unit 530 display unit 540 storage unit 541 failure information storage unit 550 control unit 610 communication unit 620 operation unit 630 display unit 640 storage unit 650 control unit 651 customer information acquisition unit 652 group information acquisition unit 653 device information acquisition unit 654 failure Distribution obtaining unit 655 calculating unit 656 comparison unit 657 output unit 2901 control unit 2902 memory 2903 an external storage device 2904 display device 2905 input device 2906 communication I / F

JP 2011-1000028 A

Claims (21)

Among the plurality of devices to be managed, one or more first failure information that is failure information related to a failure that has occurred in one or more first devices that are devices of a predetermined customer and a predetermined model is acquired, and Among the devices, a failure information acquisition unit that acquires one or more second failure information that is failure information related to a failure that has occurred in one or more second devices that are devices of the predetermined model,
First operation information, which is operation information of the one or more first devices, is calculated using the one or more first failure information, and the one or more second failure information is used to calculate the one or more first failure information. A calculation unit that calculates second operation information that is operation information of the second device;
An output unit that outputs proposal information indicating a proposal based on the first operation information and the second operation information;
An information processing apparatus comprising: Each of the one or more pieces of first failure information includes stop time information indicating a stop time based on a failure that has occurred,
Each of the one or more second failure information includes the stop time information,
The first operation information is a first average operation rate that is an average operation rate of the one or more first devices.
The information processing apparatus according to claim 1, wherein the second operation information is a second average operation rate that is an average operation rate of the one or more second devices.   The calculation unit subtracts a total time of the stop time indicated by the stop time information included in each of the one or more first failure information from a total operation time of the one or more first devices, The first average operation rate is calculated by dividing by the total operation time of one or more first devices, and the one or more second failure information is calculated from the total operation time of the one or more second devices. 3. The second average operation rate is calculated by dividing a time obtained by subtracting a total time of stop times indicated by the stop time information included in each of the times by a total operation time of the one or more second devices. The information processing apparatus described in 1. A comparison unit for comparing the first average operating rate and the second average operating rate;
The output unit outputs information for proposing maintenance of the one or more first devices as the proposal information when the first average operation rate is lower than the second average operation rate. Or the information processing apparatus of 3. A comparison unit for comparing the first average operating rate and the second average operating rate;
The said output part outputs the information which proposes replacement | exchange of the said 1 or more 1st apparatus as said proposal information, when the said 1st average operation rate is lower than the said 2nd average operation rate. Or the information processing apparatus of 3. A comparison unit for comparing the first average operating rate and the second average operating rate;
The output unit proposes at least one of maintenance and replacement of the one or more first devices as the proposal information when the first average operating rate is lower than the second average operating rate. The information processing apparatus according to claim 2 or 3, wherein: Each of the one or more pieces of first failure information further includes failure type identification information for identifying the type of failure that has occurred,
Each of the one or more second failure information further includes the failure type identification information,
The calculation unit further calculates, using the one or more pieces of first failure information, first failure type information that is information related to the type of failure for each type of failure indicated by the failure type identification information; Using the one or more second failure information, for each failure type indicated by the failure type identification information, further calculate second failure type information that is information related to the failure of the type,
The information processing apparatus according to claim 1, wherein the proposal information is further based on the first failure type information and the second failure type information. The first failure type information is a first occurrence probability that is an occurrence probability of a failure of a corresponding type,
The information processing apparatus according to claim 7, wherein the second failure type information is a second occurrence probability that is an occurrence probability of a failure of a corresponding type. The first failure type information is a first average stop time that is an average stop time of a failure of a corresponding type,
The information processing apparatus according to claim 7, wherein the second failure type information is a second average stop time that is an average stop time of a failure of a corresponding type. The first failure type information is at least one of a first occurrence probability that is the occurrence probability of a failure of a corresponding type and a first average stop time that is an average stop time of a failure of the corresponding type,
The second failure type information is at least one of a second occurrence probability that is a failure occurrence probability of a corresponding type and a second average stop time that is an average stop time of a failure of the corresponding type. 8. The information processing apparatus according to 7.   The calculation unit divides, for each failure type indicated by the failure type identification information, the number of first failure information including failure type identification information indicating the type by the number of the first or more first devices. And calculating the first occurrence probability for each failure type indicated by the failure type identification information, and including, for each failure type indicated by the failure type identification information, a failure type identification information indicating the type. The information according to claim 8 or 10, wherein the second occurrence probability for each failure type indicated by the failure type identification information is calculated by dividing the number of pieces of failure information by the number of one or more second devices. Processing equipment.   For each failure type indicated by the failure type identification information, the calculation unit calculates a total time of the stop time indicated by the stop time information included in the first failure information including the failure type identification information indicating the type. The first average stop time for each failure type indicated by the failure type identification information is calculated by dividing by the number of pieces of first failure information including failure type identification information indicating the failure type identification information. For each type of fault indicated, the total time of the stop time indicated by the stop time information included in the second fault information including the fault type identification information indicating the type is set to the second time including the fault type identification information indicating the type. The information processing apparatus according to claim 9 or 10, wherein the second average stop time is calculated for each failure type indicated by the failure type identification information by dividing by the number of pieces of failure information. If the first average operating rate is compared with the second average operating rate, and the first average operating rate is lower than the second average operating rate, the type of failure indicated by the failure type identification information A comparator for comparing the first occurrence probability and the second occurrence probability each time,
The output unit, as the proposal information, proposes maintenance of a device in which a failure of a type in which the first occurrence probability is higher than the second occurrence probability among the one or more first devices. The information processing apparatus according to claim 8, 10, or 11. If the first average operating rate is compared with the second average operating rate, and the first average operating rate is lower than the second average operating rate, the type of failure indicated by the failure type identification information A comparator for comparing the first occurrence probability and the second occurrence probability each time,
The output unit proposes, as the proposal information, replacement of a device in which a failure of a type in which the first occurrence probability is higher than the second occurrence probability among the one or more first devices. The information processing apparatus according to claim 8, 10, or 11. If the first average operating rate is compared with the second average operating rate, and the first average operating rate is lower than the second average operating rate, the type of failure indicated by the failure type identification information A comparison unit for comparing the first average stop time and the second average stop time,
The output unit proposes, as the proposal information, maintenance of a device in which a failure of a type in which the first average stop time is longer than the second average stop time among the one or more first devices. The information processing apparatus according to claim 9, 10, or 12 that outputs information to be processed. If the first average operating rate is compared with the second average operating rate, and the first average operating rate is lower than the second average operating rate, the type of failure indicated by the failure type identification information A comparison unit for comparing the first average stop time and the second average stop time,
The output unit proposes, as the proposal information, replacement of a device in which a failure of a type in which the first average stop time is longer than the second average stop time among the one or more first devices. The information processing apparatus according to claim 9, 10, or 12 that outputs information to be processed. If the first average operating rate is compared with the second average operating rate, and the first average operating rate is lower than the second average operating rate, the type of failure indicated by the failure type identification information And a comparison unit that performs at least one of a comparison between the first occurrence probability and the second occurrence probability and a comparison between the first average stop time and the second average stop time. ,
The output unit includes, as the proposal information, among the one or more first devices, a device in which a failure of a type in which the first occurrence probability is higher than the second occurrence probability, and the first The information which proposes at least any one of the maintenance and replacement of at least one of the devices in which the type of failure has occurred whose average outage time is longer than the second average outage time. The information processing apparatus described in 1. A customer information acquisition unit including at least customer identification information for identifying a customer, wherein the customer identification information acquires customer information indicating the predetermined customer;
The acquired customer information is used to include at least the customer identification information and group identification information for identifying a group for subdividing the customer, and the customer identification information includes at least one group information indicating the predetermined customer. A group information acquisition unit to acquire;
Including at least device identification information for identifying a device, model identification information for identifying a model of the device, and the group identification information, using the acquired one or more group information, A device information acquisition unit that acquires one or more device information indicating a group of predetermined customers;
Each of the one or more pieces of first failure information further includes the device identification information and the model identification information,
Each of the one or more second failure information further includes the model identification information,
The failure information acquisition unit uses one or more model identification information associated with model identification information indicating the predetermined model among the one or more device identification information included in the acquired one or more device information. The one or more first failure information is acquired, and the one or more second failure information is acquired using the model identification information indicating the predetermined model. Information processing apparatus described in one. A failure information storage unit that stores a plurality of pieces of failure information related to failures that occurred in a plurality of managed devices;
While acquiring the 1 or more 1st fault information which is the fault information regarding the fault which generate | occur | produced in the 1 or more 1st apparatus which is a predetermined customer and a predetermined model apparatus among the said some apparatus from the said fault information storage part. Failure information for acquiring, from the failure information storage unit, one or more second failure information that is failure information related to a failure that has occurred in one or more second devices that are devices of the predetermined model among the plurality of devices. An acquisition unit;
First operation information, which is operation information of the one or more first devices, is calculated using the one or more first failure information, and the one or more second failure information is used to calculate the one or more first failure information. A calculation unit that calculates second operation information that is operation information of the second device;
An output unit for outputting proposal information for making a proposal based on the first operation information and the second operation information;
An information processing system comprising: Among the plurality of devices to be managed, one or more first failure information that is failure information related to a failure that has occurred in one or more first devices that are devices of a predetermined customer and a predetermined model is acquired, and A failure information acquisition step of acquiring one or more second failure information that is failure information related to a failure that has occurred in one or more second devices that are devices of the predetermined model among the devices;
First operation information, which is operation information of the one or more first devices, is calculated using the one or more first failure information, and the one or more second failure information is used to calculate the one or more first failure information. A calculation step of calculating second operation information that is operation information of the second device;
An output step of outputting proposal information for making a proposal based on the first operation information and the second operation information;
Proposed method including. Among the plurality of devices to be managed, one or more first failure information that is failure information related to a failure that has occurred in one or more first devices that are devices of a predetermined customer and a predetermined model is acquired, and A failure information acquisition step of acquiring one or more second failure information that is failure information related to a failure that has occurred in one or more second devices that are devices of the predetermined model among the devices;
First operation information, which is operation information of the one or more first devices, is calculated using the one or more first failure information, and the one or more second failure information is used to calculate the one or more first failure information. A calculation step of calculating second operation information that is operation information of the second device;
An output step of outputting proposal information for making a proposal based on the first operation information and the second operation information;
A program that causes a computer to execute.

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